Delivering Citizen Centric Services
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Transcript of Delivering Citizen Centric Services
Across the world Governments are
creating right governance and
institutional mechanisms and
setting up core infrastructure and
policies for implementing a number
of e-Governance Projects. Their aim
to create a citizen-centric and
business-centric environment for
governance. Effective citizen
services is the single most
important objective of all e-
Governance initiatives. Several
major initiatives have been taken at
different levels to meet these
objectives such as online
application for registration, e-filing
of returns, building approvals,
waste management in
municipalities, certificate issuance,
etc.
These processes need to be
monitored & controlled, rolled out
quickly and changed for delivering
new & better services to citizens.
Hence there is a need for an
effective Business Process
Management system for delivering
citizen centric services.
An Effective Business Process Management System for Delivering Citizen Centric Services
What is BPM?Business process management (BPM)
is a holistic management approach
focused on aligning all aspects of an
organization with the wants and needs
of clients. It promotes business
effectiveness and efficiency while
striving for innovation, flexibility, and
integration with technology. BPM
attempts to improve processes
continuously. It can therefore be
described as a process optimization
process. BPM tools allow users to:
Ÿ Vision - strategize functions and
processes
Ÿ Define - baseline the process or the
process improvement
Ÿ Model - simulate the change to the
process.
Ÿ Analyze - compare the various
simulations to determine an optimal
improvement
Ÿ Improve - select and implement the
improvement
ŸControl - deploy this implementation
and by use of
User defined dashboards monitor the
improvement in real time and feed
the performance information back
into the simulation model in
preparation for the next
improvement iteration
Ÿ Re-engineer - revamp the processes
from scratch for better results
Now a day the businesses are facing the
challenges brought about by
globalization and automation. In order
for a business organization to ride out
the competition, it must learn to
compete in both the local and
international levels. Businesses therefore
must think in a global perspective and
adapt to the automation of the market
place. BPM improves productivity and
shortens cycle times for innovation
Why BPM is Important?
within an organization. For government
agencies this can mean saving money
and improving services to citizens by
making it easier to interact within
departments and across agencies With a
good BPM framework, organizations
can efficiently and effectively improve
their operational performance, manage
risk, reduce cost, and create customer
value. BPM brings following competitive
benefits:
Ÿ Time optimization and money
savings
Ÿ Ensure regulatory compliance and
improve government services to
citizens by making it easier to modify
processes as requirements change.
Ÿ Centralization of data and realization
of process automation
Ÿ Provides effective Change
Management to support Government
Process Re-engineering (GPR)
initiatives
Ÿ Improve visibility into processes
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Better Turn Around Time
HigherProductivity
Process Transparency
DeriskedProcess
ReducedCosts
StatutoryProcess
Newgen’s Continuous Process Improvement Framework
PROCESS AUTOMATIONKEY DRIVERS
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Ability to track, manage, measure and audit
Ability to scale operationally and volumtricall as per business needs
Increase process efficiency identity and reduce redundancies
Maintaining service levels and enhancing internal SLAs
Ability to generate internal and regulatory reports
Meeting internal as well as external expectations, generating growth
Controlling costs, leveraging experties
Creating repeatable predicable processes and outcomes
Increasing Productivity
Reduce time to execute intake processing servicing
Real Time Visibility
Management of Growth
Reduction of Cost
Agility/Cont. Process Improvement
Audit and Compliance
Customer Satisfaction
Leveraging Existing IT Investment
Stadardization
Newgen’s Operational Excellence Framework
Effective citizen services are the single
most important objective of all e-
Governance initiatives. Several major
initiatives have been taken at the state
level to meet these objectives such as
online registration, e-filing of returns,
building approvals, waste management
in municipalities, certificate issuance, etc.
These processes are needed to be
monitored & controlled, rolled out
quickly and changed for delivering new
& better services to citizens. Hence
there is a need for an effective Business
Process Management system for
delivering citizen centric services. Critical
Success Factors for delivering effective
citizen services are:
To provide effective citizen services, it is
imperative to ensure that service
requests are responded to in the
defined timelines. For achieving this, a
system should be put in place for
monitoring and tracking of
requests.Strong exception handling and
escalation capability is also required.
Bringing increased visibility through
dashboards and monitoring will result in
faster response times to citizen requests,
leading to better adoption of the
system and project success.
For e.g. If time frame of 10 days is
defined for issuance of Identity Proof
then adherence to the time line would
require real time tracking & monitoring
of requests. If any exception is found
such as 'Date of birth not filled' or
"Photograph not clear", it can be routed
Ensure Tracking and Monitoring of
Citizen Service
for taking appropriate action. Such
exceptions can be isolated and tracked
to closure to ensure the services are
delivered to citizens.
Delivering Citizen-centric services
requires multiple approvals, workflow,
processing etc. These workflows involve
lots of human decision-making and are
document & form intensive. These
workflows require flexibility and cross-
department functioning. These will
require forms to be made available
online for citizens to avail the services.
These forms need to have the provision
of attaching documents and triggering
a route for respective departments to
process this request.
Government Process Re-engineering
(GPR) initiatives During the
implementation of these processes,
there is going to be a lot of
reengineering involved. The solution for
any large e-governance initiative cannot
be rigid and should be built for change.
To effectively support re-engineering of
such government processes there is a
strong need for a business process
management framework that will give
control to the process owner for quick
and effective change management. This
will also facilitate quick roll out of any
new sub-process.
Flexible workflow for cross
department functioning
Effective Change Management to
support
Quick Rollout of new citizen services
Leveraging existing investments –
New Solution co- existence with
Legacy Systems
E-Governance services are accessed by
citizen through online portals, kiosks
etc. Once these services are available
and being used by citizens, the need to
add more and more services becomes
meaningful. A strong Business Process
Management framework used at the
back office to deliver these services can
facilitate quick deployment and rollout
of new services.
Over a period of time, Government
departments have put in a lot of time
and effort on automating various
individual functions. Many of these
applications are fulfilling their
objectives but running in silos. One of
the critical success factors for the
Mission Mode Projects would be the
ability for the new solution to co-exist
with and leverage the existing IT
investments and legacy applications.
The BPM Platform provides a
framework to integrate these services
together and deliver the advantage to
citizens quickly without the time
consuming process of re-building all
applications from scratch.
Using Business Process Management as
a platform for building such services will
effectively meet the needs of
government process reengineering,
human centric workflows, monitoring
dashboards, quick building and rollout
of new services, change management
etc.
Achieving Operational Excellence in DeliveringCitizen Services through Workflow & Business Process Management
Applications of BPM in Government
Transparency, efficiency, and
enhanced coordination offered by a
BPM fall right in line with the
broader goals of e-government;
thus, a BPM system is a natural
choice for a government pursuing
an integrated e-government
strategy. A BPM system, especially
an open source system, can help
move a government towards open
standards and provide increased
accountability to citizens, thus
providing a great advantage to an
integrated e- government project.
Key drivers are:
Compliance–CostContainment–
Productivity Improvement–
Governance
Some of the application areas for
BPM in Government are shown in
the diagram.
Ÿ Accounts Payable & Receivable
Ÿ General Ledger (GL) or Records-To-Reports(RTR)
Ÿ Fixed Assests Management
Ÿ Tender Processing/ Quotation Management
Ÿ Employee Reimbursements
Ÿ Leave Management
Ÿ Agreements
Ÿ Company Lease
Ÿ Employee Contracts
Ÿ On boarding
Ÿ Correspondence management
Ÿ Grant Management
Ÿ Court case management
Ÿ Criminal justice
Ÿ Contracts management
Ÿ Program Management
Ÿ Procurement
Ÿ Internal Audit Tracking
Ÿ Proposal Management
Finance Human
ResourceCase
Management Other Areas
Case Management is all about
assembling the right people,
processes, and content, aligning all of
your case considerations and
providing a structured approach to
carry out the case lifecycle from the
initial stages to resolution. Any activity
that needs to be guided through a
logical process for resolution from
initiation to completion should be
carried out through case management.
A case contains the data, content,
collaboration artifacts, tasks,
milestones, discussions, events,
behaviors, policies including rules, and
processes supporting how each case is
resolved. Today more and more
agencies at all levels of
government—federal/central, state,
and local—are turning to case
management solutions to transform
their operations and achieve more
effective and more efficient service
deliver y. Case management requires
a combination of different
technologies including enterprise
content management, business
process management, collaboration,
and capture, to manage the case file
lifecycle.
Information required to process a case
exist in multiple formats such as paper,
electronic document, image, e-mail,
voice mail etc. Newgen's
comprehensive capture solution
provides the ability to capture various
inbound content objects to a Case
Folder. Capture solution is well-
integrated with ECM and BPM suites
and is designed to meet the demands
of both high-volume
Example-Case Management using BPM
CorrespondenceManagement
GrantManagement
Court CaseManagement
ContractManagement
CriminalJustice
centralized production scanning as well
as distributed scanning. Newgen's
Distributed Scanning enables
organizations to scan documents at
branch offices and send them to central
location electronically. This significantly
reduces process turn-around-time,
document shipping cost and risk
associated with physical transfer of
documents. Automated Data Extraction
is supported for both structured
documents like account opening forms,
and semi-structured documents like
invoices using OCR, ICR, MICR and
Barcode. Capture of electronic
document is supported through a
seamless integration with all leading
Office document suites and various
other content generation products.
Components of Case File Management
Business Process Management Engine Enterprise Content Management Engine
Case File
Reporting andDashboards
Process Task
Actions Deadlines
Alerts & Status
RecordManagement
Indexes
History
Discussions
Security
Business Process Management EngineEnterprise Content Management Repository
Case Management Core Components
BAMTool
RuleEngine
FormDesigner
Image Processing
Lib
RecordMgmt.
ProcessDefinition
Exceptions/Validation
WorkflowLibraries
DocumentLibraries
Acquisition of Documents of
various types from various sources
as a single Case File
Information required to process a case
exist in multiple format such as paper,
electronic document, image, e-mail,
voice mail etc. Newgen's
Comprehensive Capture Solution
provides ability to capture various
inbound content objects to a Case
Folder. Capture solution is well-
integrated with ECM and BPM suites
and is designed to meet the demands
of both high-volume centralized
production scanning as well as
distributed scanning. Newgen's
Distributed Scanning enables
organizations to scan documents at
branch offices and send them to
central location electronically. This
significantly reduces process turn-
around-time, document shipping cost
and risk associated with physical
transfer of documents. Automated
Data Extraction is supported for both
structured documents like account
opening forms, and semi-structured
documents like invoices using OCR,
ICR, MICR and Barcode. Capture of
electronic documents is supported
through a good integration with all
leading office document suites and
various other content generation
products.
Comprehensive Content Capture
Production
Scanning
Web
Scanning
Newgen Customer Experience Management Framework
Case File (Case Templates)
Case Events
Unified Case Management
framework based on BPM and ECM
Platform
A Case File is a model for a particular
type of case. It represents a hybrid
compound Case Folder consisting of
scanned documents, electronic
documents, forms, To-do list, Notes etc.
A Case File consists of both tools for
interactive task and event triggers for
any action. A Case File modeled
through advance set of tools available
in Newgen's BPM suite provides a
highly efficient functional case
processing view for Government
knowledge workers.
External events include receipt of a
phone call, letter, fax, or email related to
the case. The contents of that message
are added to the case folder, and new
tasks or processes may be created.
Internal events include assignments and
business rules. Case workers assign
tasks and initiate processes. Business
rules within the case may automatically
create and assign tasks or perform fully
automated actions based on either
external event, completion of other case
tasks, or expiration of task deadlines.
Case progresses by means of events,
both internal and external. All the
component tasks and documents
announce their status changes through
events.
Unified and Integrated case
management framework demands
processing and assignment of work
both as ad- hoc and structured
automated steps, handling of
exceptions and escalations, dashboards
for monitoring and control with content
and communication management
capabilities.
Newgen's Process Modeler with user-
friendly GUI helps design processes
using BPMN notations. Case workers
with minimal training can easily design
case movement processes with
automated content management and
configurable process and rule changes.
Case file processing model including
forms, document types, to- do lists,
events, triggers, process definition, rules
etc. is configured using process
modeler.
The BPEL compliant business process
automation engine executes process
instances created in the process
modeler. Newgen provides rule and role
based routing. Filter based user
assignment supports dynamic load
balancing for optimal resource
utilization. Process engine also provides
messaging services through mail and
SMS.
Case-related information is generally
received and managed in the form of
Process Modeler
Robust Process Engine for executing
and orchestrating transactions in real
time
Comprehensive Document
Management
business documents. Thus a case
management platform must include a
complete document management
system, a comprehensive facility for
creating, capturing, indexing, storing,
finding, viewing, sharing, editing,
versioning, and retaining a wide variety
of document types. While common
ones can be required by the case
template; others may be added ad-hoc
at runtime. A single document may be
referenced by multiple cases, and its
lifetime is independent of the cases that
use it. Newgen's Document
Management Engine is highly optimized
to store and retrieve very high volumes
of documents. It has capabilities like
image replication for multi-location
deployment, caching and pre-fetching
that significantly improves user access
time andoptimizes load on bandwidth.
Precise metadata-based search
capabilities, library services, access
permissions and version control helps
faster access and better management
of documents in a controlled
environment.
Output management system allows for
automated output content generation
from the case management system, this
facilitates correspondence, alerts,
notifications and template generations
through consolidation of various data
sources and linking them to the case
file reference.
Output Management System
Comprehensive Content Capture
Record Management System - Long
term archival of Case Records
Case Management requires retention
policies, incorporation of implicit
records classification and life cycle
management of case content. Once a
case file is closed, it is archived in RMS
& retention policies are applied.
Newgen Case Management Suite has
certified Records Management to
comply with regulatory and legal
policies for long-term archival of
content.
Business Activity Monitoring
The term 'Business Activity
Monitoring' refers to the aggregation,
analysis and presentation of real time
information about activities inside
organizations involving customers and
partners. A Business Activity can either
be a business process that is
orchestrated by Business Process
Management (BPM) software, or a
business process that is a series of
activities spanning multiple systems
and applications. The business activity
monitoring tool by Newgen is an
enterprise solution to provide a real
time summary of business activities to
operations managers and upper
management. BAM is a platform-
independent, scalable Business
Process Management solution that
offers monitoring of organizational
business processes. Built using open
technologies, it has seamless
integration abilities allowing it to be
introduced into any IT infrastructure.
BAM gives end to end visibility into
business processes, by providing
accurate information about the status
and results of various operations,
processes and transactions so that a
user can address the problem areas
and resolve the issues within his/her
business process.
Case Compliance Ageing Report
Management Dashboards
CaseFile/Template
Business Process Management Suite
OmniFlow is a platform-independent, scalable Business Process
Management Suite (BPMS) that enables automation of organizational
business processes. OmniFlow is designed to ease the creation,
deployment, modification and management of Business Processes.
Built using open technologies, it has seamless integration abilities
allowing it to be introduced into any IT infrastructure.
™
OmniDocs is an Enterprise Content Management (ECM) Suite for
creating, capturing, managing, delivering and archiving large volumes
of documents and content. OmniDocs manages Scanned Document
Images, Electronic Documents and Emails as records. It also supports
seamless integration with other enterprise applications.
Enterprise Content Management Suite
™
OmniScan is a production and distribution software scanning for
document image capture. It supports distributed scanning, image
quality enhancement and delivery of documents to business systems.
Production and Distributed Scanning Suite
™OmniReports stores trillions of computer-generated output pages
and reports in a highly compressed form. It has a high-speed ingestion
process with simple interactive definitions, enables instant access to
terabytes of reports independent of business application, and is fully
searchable at field/row/page levels. OmniReports is ideal for sun-
setting of business applications as well as optimizing core system
performance by purging historical reports.
Enterprise Reports Management and Archival
™
Newgen's Omni Output Management System (O2MS) delivers
smarter & targeted communications for better customer
experiences. It offers the capability of leveraging prime paper space
for customer centric inline advertisement, consolidation across
multiple products. It enables secure communication on improved
templates with rich designs and graphical representation of analytics
across multiple distribution channels. In addition easy archival &
retrieval of correspondences for presentment & efficient customer
request resolution is achieved using this enterprise application.
Customer Communication Management
™
Newgen’s Invoice Processing System, with automatic data verification
and validation capability, is a solution for automatic data capture
from semi-structured invoice documents. It also supports seamless
integration with SAP and other ERP’s.
Invoice Processing System
™
OmniExtract is the data capturing solution which extracts business-
critical information from image documents and forms. It can extract
all possible kinds of information like Hand-printed/ Handwritten
Characters, Optical Marks, Barcode, Machine-printed Characters
and MICR Fonts.
Forms Processing Engine
™
Governance, Risk & Compliance
Compliance Manager is an integrated solution for Governance, Risk
and Compliance that’s geared to ensure compliance with standards,
best practices and guidelines of various regulatory acts.
™
Newgen’s ChequeFlow is an image based Cheque Processing
solution for inward and outward clearing. Advanced and highly
configurable sub-systems for Automatic Signature Verification,
FOREX Cheque Processing, PDC Management, ECS/ACH
mandates, add-ons for Cheque Deposit Machine/ Kiosks.
Image-Based Check Clearing & Payment
™
Our Products
Value for Money
2011 BPM Decision Matrix
2010 BPMS & 2011 ECM MQ
Reports
®
Proven for Large volumes
Flexible andCost Effective
2011, DOCCM Wave Report
What Analysts Say Investors
SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT
About Newgen
• Leading Global Provider of Business Process Management (BPM), Enterprise Content
Management (ECM) & Customer Communication Management (CCM)
• 900 installations across 50 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government
• Credited with some of the world's largest implementations
• Innovative culture, consistent R&D investments, 35 patents
• Employee strength 1100+
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3
Newgen Software Pte Ltd.
Singapore 068909 Email: [email protected]
146 Robinson Road #03-00
Singapore